Client Success Manager - Cisco

Overview

What We Do

We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That’s what we do. We’re the IT Department’s IT Department.

Who We Are

Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It’s what makes Connection unique—what drives us to innovate and create technology solutions that stand apart from the crowd. We’d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.

Why You Should Join Us

You’ll find supportive teammates and a rewarding career at Connection—plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees’ emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You’ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days.

Job Summary

Working under minimal supervision of the Partner Alliance Manager, referring only exceptional problems and issues for management review or approval, the Client Success Manager (CSM) develops customer success plans to assist customers with technical solution needs for assigned vendor technology. Assists in the onboarding and tracking of software consumption data and offers guidance and consultation. The CSM develops and designs new and existing program models for customers to achieve 100% consumption of architecture software. The CSM establishes procedures for the customer based on the new program to accomplish goals and responsibilities. The CSM assists in creating internal and external marketing campaigns and content designed to drive awareness and education regarding these services. The CSM participates in the initial customer discovery calls. The CSM is the primary contact and introduces technical solution options to customer’s challenges. The CSM creates and executes new internal achievement targets and program initiatives.

Responsibilities

Primary Job Duties

Develops customer success plans to assist customers with technical solution needs. Explains and advises on the findings – identifying customer goals, obstacles, deadlines, and KPIs.

• Understands customer challenges and business objectives.
• Consults and introduces technical solution options to customer’s challenges.
• Guides a customer through the lifecycle of their software purchases to maximize the return on investment.
• Assists with onboarding, adoption, and full implementation of their Cisco software.

Provides reporting to client and Account Managers on a weekly, monthly, or quarterly basis.

• Works with clients to understand current needs and challenges.
• Determines frequency of adoption conversations with the client.

Serves as point of contact for the client.

• Engages technical support for issues found or concerns with EA software.
• Attends customer EA discovery calls.
• Delivers consumption reporting annually.
• Reviews and consults with customer about smart accounts.
• Troubleshoots and addresses adoption and use barriers.
• Works with services experts to ensure that EA client contract numbers are associated.
• Delivers critical or requested updates on trouble areas.
• Takes charge in having clients sign a Cisco letter of client consent.

Collaborates with Sales to determine strategic opportunities for CSM engagements.

• Attends conference calls with clients to discuss CSM value and benefits.
• Determines any possible expansion opportunities.

Serves as a mentor to program advocates.

• Performs all other duties or special projects as assigned.

Compensation

Min: USD $80,000.00/Yr.
Max: USD $103,000.00/Yr.

Qualifications

Required Competencies

• Understanding and experience with Cisco and Microsoft software.
• Understanding of basic network management.
• Understanding of basic network security environments.
• Experience with creating Customer Success Plans or Business Outcomes.
• Solid knowledge of Microsoft Office Suite (Word, PowerPoint, Excel).
• Experience with EA programs to drive incentives.
• Assisting and/or writing and providing feedback on the benefit of working with CSMs for the sales team.
• Sales or supporting sales experience.
• Team Player.
• Self-Motivated.
• Excellent verbal and written communication skills.
• Excellent time management skills.